“KeyBank, the Cleveland-based regional powerhouse with nearly $190 billion in assets, has unleashed conversational AI on its call centers, delivering a staggering 97% reduction in per-call costs. CEO Christopher Gorman revealed during the bank’s Q4 2025 earnings call that AI-handled interactions now cost about 35 cents each, compared to $9 for human agents—a 36-fold efficiency…
Tag: virtual assistant
Apple picks Google’s Gemini to run AI-powered Siri coming this year
“The deal is another major indicator of growing trust in Google’s accelerating AI agenda and comeback against OpenAI. In 2025, the search giant logged its best year since 2009 and surpassed Apple in market capitalization last week for the first time since 2019.” Read more >>
BBVA and OpenAI Seal a Strategic Alliance to Redefine Banking with Artificial Intelligence
“‘We were pioneers in the digital and mobile transformation, and we are now entering the AI era with even greater ambition. Our alliance with OpenAI accelerates the native integration of artificial intelligence across the bank to create a smarter, more proactive, and completely personalized banking experience, anticipating the needs of every client,’ remarked Carlos Torres Vila,…
From Branches to Bots: Will AI Agents Transform Retail Banking?
“The talk still outpaces the walk, but there are strong reasons to believe that leading retail banks will move toward an AI-first technology foundation and operating model. In addition to the profit potential and margin squeeze cited above is the simple, yet substantial, risk of inaction. Even if only some retail banks successfully embed AI…
Deep Dive: The Agentic AI Era in Banking
“For customer experience, the implications are just as exciting. Banks have talked about personalization forever, but agentic AI makes hyper-personalization feasible. Instead of segmenting customers into broad buckets, you can serve a ‘segment of one’, truly tailoring offers and advice to each individual in real time. AI agents will crunch through data to understand each customer’s…